Manager, Customer Support-Hybrid in Chicago

About the job

Celebrating 40 years in business,  Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers.  Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs.

Our Culture 

At Rewards Network, you will find a passionate and diverse group of professionals who enjoy working collaboratively, solving problems, and taking ownership of not only their careers and success but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential.

Job Overview

The Manager, Customer Support is a growth-oriented leader who can support and develop an evolving team while ensuring Rewards Network is providing the best possible service to our members. 

The Manager, Customer Support will take a hands-on approach to managing a Member Services team that serves as the primary form of support to consumers and partner-affiliated members. This leader takes ownership of the team’s duties, processes, KPI’s, and partner relationships. The Manager, Customer Support is responsible for the day-to-day oversight of the team including client escalations, quality assurance, performance management, scheduling, training, reporting and metrics, process improvements, and other projects and management duties as assigned. 

What you’ll bring to the table: (Responsibilities) 

• Drive team performance and success to KPI’s.
• Manage daily team schedule and capacity planning to ensure consistent phone and email coverage.
• Develop and manage quality assurance (QA) and customer satisfaction (CSAT) programs.
• Uncover training needs and curate new hire training, continuous learning, and cross-training programs.
• Provide feedback, coaching, and mentorship to direct reports to ensure performance is effectively managed and career paths are clearly developed.
• Research, evaluate, and handle escalated customer complaints as needed.
• Innovate and recommend new technical solutions, process improvements, and automation projects.
• Serve as Subject Matter Expert on various loyalty rewards programs and bonuses through Rewards Network and other partner brands.
• Collaborate with various leaders and departments, including but not limited to: Product, Marketing, Processing, Legal, Client Services, and Support Center to resolve member questions and concerns.
• Champion organizational and procedural changes as business objectives evolve. 
• Help manage technology vendor relationships and maintain open communication with their support representatives.
• Participate in leadership training and ongoing development.  
• All other duties as assigned. 

Do you have the right mix of ingredients: (Requirements)

• High School Diploma or equivalency 
• 5+ years of member, customer, or client facing experience 2+ years of leadership experience in a call center environment 
  • 2+ years of leadership experience in a call center environment 
  • • 1+ year of direct people management experience 
    • Demonstrated success in managing and improving KPI’s 
• Demonstrated leadership skills, including effectively coaching, leading resolution of escalated issues, training, or other support 
• Demonstrated understanding of industry best practices and call center KPIs
• Excellent written/verbal communication, in-person and virtually
• Ability to work in a fast-paced environment with regularly changing priorities and rapid growth
• Proven success building strong internal and/or external relationships, service-oriented approach
• Demonstrated ability to handle complex and/or escalated account/customer issues or other service challenges
• Strong problem-solving and conflict resolution skills
• Ability to drive team culture and employee engagement   
• Attention to detail and excellent organization skills  
• Proficiency in CRM software and MS Office Suite  

Education, Certifications and Experience: Preferred 

• Associate’s or Bachelor’s degree in business, finance, or related field
• Experience in financial services, banking, credit card industry, or financial technology preferred   

What you'll love about us:

• This is a full-time, exempt position and the base compensation for this opening in Chicago is expected to be $75,000-$90,000 annualized, depending on level, candidate experience, skills, and other factors; this position will be eligible for an annual bonus program with a projected target of 7.5% base annualized salary.
• Comprehensive benefits package, which includes:
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients 
• 401(k) plan with a company match
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Two dental plan options and a vision plan
• Flexible Spending Accounts and a pre-tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability 
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance 
• Employee Life Assistance Program
• Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations. 
• Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.